Travis Cochrane
IT Service Desk Manager @Regency Integrated Health Services, LLC
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WORK HISTORY
IT Service Desk Manager @Regency Integrated Health Services, LLC
Spearheaded the delivery of outstanding customer service and robust technical support for a user base exceeding and an expansive IT infrastructure of over assets across sixty-eight locations. Demonstrated exceptional leadership by overseeing multiple teams, including outsourced print management and Tier 1 support, in-house Tier 2 and Tier 3 teams, and Field Service Technicians. Drove operational excellence by successfully reducing the service desk operating budget by 15% from 2021 to 2023, while concurrently elevating service levels. Led, as Project Manager, numerous high-impact enterprise wide initiatives each year, ensuring their successful execution and alignment with organizational objectives. Exemplified expertise in crisis management by overseeing the critical incident response process, effectively mitigating disruptions, and ensuring minimal downtime. Actively contributed to strategic decision-making as a key member of the Change Advisory Board, facilitating seamless transitions in alignment with business needs.• Strategic IT Service Desk Transformation: Conceptualized and executed a comprehensive overhaul of the IT Service Desk structure, resulting in a significant 40% reduction in labor costs while maintaining adherence to existing Service Level Agreements (SLAs).• Remarkable Ticket Resolution Efficiency: Achieved an outstanding 700% reduction in average ticket resolution time, enhancing overall service quality and user satisfaction.• Proactive Incident Mitigation: Developed and implemented proactive maintenance plans, leading to a significant 42% reduction in the number of critical incidents, ensuring uninterrupted business operations.• Incident Resolution Leadership: Effectively managed the resolution of incident requests annually, ensuring rapid response, minimal disruption, and high service quality.
EDUCATION
Texas Tech University
Bachelor of Business Administration (BBA), Management Information Systems & Management
SKILLS
ABOUT TRAVIS COCHRANE
With over two decades of experience driving IT service excellence, my role at Regency…
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